Senior IT Customer Success – Enterprise Applications

Rosendin

Parkway (CA)

On-site

USD 112,000 - 147,000

Full time

3 days ago

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Benefits offered by this job

ESOP - Employee Stock Ownership

401 K

Annual bonus program

17 PTO days per year

10 paid holidays

3 days of paid sick leave

3 days of paid Bereavement leave

Medical, Dental, Vision Insurance

Disability Income Protection Insurance

Flexible Spending Plans

Charitable Giving Match

Other Rosendin benefits

Job summary

Rosendin is seeking a Sr. IT Customer Success Specialist - Enterprise Application to serve as the primary liaison between the IT Enterprise Applications team and business users, ensuring enterprise systems deliver a seamless, reliable experience.

You will triage tickets, translate business needs into requirements, and coordinate with vendors. With 5+ years in IT customer success and a Bachelor's in IT or related field, you will support UAT, onboarding, and knowledge base efforts while driving

Qualifications

5+ years of experience in IT customer success, enterprise application support, or a related role.
Bachelor's Degree in Information Technology, Computer/Information Science, or related discipline.
Experience managing support ticket queues and cross-functional communication.

Responsibilities

Serve as the primary point of contact for business users on enterprise application issues, requests, and enhancements.
Triage, prioritize, and manage support tickets related to enterprise applications, ensuring timely resolution.
Partner with IT technical teams to translate business needs into functional requirements.
Monitor system performance and user adoption, proactively identifying areas for improvement.
Conduct regular check-ins and satisfaction reviews with key business stakeholders.
Develop and maintain user training materials, FAQs, and knowledge base documentation.
Facilitate user acceptance testing (UAT) for system updates, patches, and new feature rollouts.
Coordinate with vendors and internal teams to resolve escalated technical issues.
Track and report on customer satisfaction metrics, ticket trends, and system health.
Identify recurring pain points and recommend process or system improvements.
Assist in onboarding new users and departments onto enterprise platforms.